JOB TITLE: Team Leader, (VOC)
DEPARTMENT: Customer Experience
REPORTS TO (TITLE): Head of Customer Experience
Primary objective of the job:
Team Leader, VOC is responsible for understanding a customer's definition of success by communicating with customers, analyzing customer health metrics, running NPS and gathering feedback. Main contact for customer escalations for the entire business, with goal of issue resolution or coordinating cross functional response where needed.
Team Leader, VOC is a key role for the company for ensuring success with our customers, driving deeper and more relationships and acting as the “Analyst of the customer” internally back into product and strategy.
Number of persons managed/supervised and their positions:
Customer Experience Specialists x 10
Main Duties and Responsibilities (maximum of 8):
- Mechanisms for collecting and measuring Analyst of the Customer (VOC) feedback at key touch-points;
- Methods for analyzing feedback and identifying process improvements that will positively impact the customer experience, including standardized reporting dashboards and decks to communicate results;
- Ensure all touchpoints set up to collect Analyst of Customer feedback
- Conduct regular audits to ensure surveys are offered when expected or desired
- Monitor survey data to ensure systems and processes are functioning as expected, including frequency of records, response rates, and drop rates
- Perform analysis on anomalies in data to address challenges and maintain regular flow of VOC data
- Directly organizes and supervises the day-to-day operations and activities of NPS Callbacks and escalations (from retail, CC or email on website) in order to achieve key performance goals. This includes ensuring customers are addressed in a timely and accurate manner; monitoring associate productivity and service levels for quality; efficient allocation of resources; managing daily phone coverage, schedule adherence, and attendance while managing changes as needed.
- Identifies and analyzes escalated problems and provides guidance to direct reports for resolution. Serves as a point of escalation for calls requiring advanced expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction. Answers front line customer inquiries as needed during peak or critical times.
- This role oversees CX specialist and is responsible for overall creation, execution and effectiveness of the Customer Experience Management Model, including tools eg. Qualtrics creating VOC surveys and the NPS callback tracker plus reporting.
- Supporting the building and developing of an effective and high-performance team. Providing hands on daily coaching in order to improve and maintain team performance and management processes such as evaluations, mentoring, and corrective actions. Leads in the manner that inspires employees, galvanizes associate engagement, and produces desired business outcomes.
- Maintains daily and weekly statistics for individual direct reports, analyzes department results, troubleshoots operations problems, and completes team reports as required. Identifies opportunities for efficiency and directly implements changes as needed.
- Lead, develop and manage all outbound campaigns/activities for the Business.
- Other duties as directed.
Academic qualifications and experience required for job:
- Bachelor’s degree in Business Administration, or equivalent;
- 5+ years’ experience in management in customer service or experience, marketing or related field;
- Consumer market research or VOC data analysis experience.
- Experience using a wide range of software and tools (e.g., Medallia, Qualtrics, Clarabridge, Tableau, and SPSS).
- Knowledge of key statistical concepts in order to work with data scientists modeling NPS data.
- Computer skills (MS Office, G Suite).
- People, time & relationship management skills;
- Strong communication and analytical skills;
Functional Skills:
- Excellent written and communications skills
- Excellent grasp - and proven experience, with user research, behavioral psychology, contact centers
- High emotional intelligence, known for patience and empathy; exhibits deep care for customers, agents and stakeholders
- Ability to draw the right conclusions and hone in on key insights to improve the current experience and predict future needs
- Prior experience working with customer data in telcom industry
- Creativity and willingness to work on own initiative in an ever changing environment
- Ability to work under pressure in order to meet challenging deadlines
- Strong organizational skills and attention to detail
- Can do attitude and upbeat, positive and dynamic personality
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